mirror of
https://github.com/zammad/zammad
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35 lines
1.2 KiB
Markdown
35 lines
1.2 KiB
Markdown
* article
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A case consists of multiple articles. An article goes through a channel.
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* case
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All request are named case. In other systems this is also called issue, ticket, etc.
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* channel
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Channels are the incoming and outgoing ways where articles flow. They are assigned to groups. Channels can be e-mail, chat, twitter, etc. New channels can be added via the plugin mechanism.
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* group
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A group is a structure element like a container where cases are assigned to. A case can only be assigned to one group.
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* organization
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Organizations are used to group users. The common use case is to group the employees of a company to one organization.
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* overview
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Overviews are configurable lists of cases. There are system wide overviews, defined by an administrator and user defined. They are available for all roles.
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* role
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All permissions are role based. Access to groups are assigned to a role and also specific actions on requests depending on a users role.
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* textmodule
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While writing an article are textmodules available to assist the agent's work.
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* user
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Every persons which are used in Zammad are called person. Each person needs a minimum of one assigned role. Three roles are predefined: Administrator, Agent, Customer
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